Contacting AC - not accepting calls
Mar 12, 2019, 8:01 pm
#16
Original Member
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Mar 12, 2019, 9:04 pm
#18
Join Date: May 2005
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Mar 12, 2019, 9:09 pm
#19
FlyerTalk Evangelist
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Mar 12, 2019, 9:34 pm
#20
Join Date: Apr 2016
Posts: 296
Don't forget that they have to pay every minute for every call to a toll-free number (usually under a penny a minute and a bit more from payphones but I'm sure it adds up) so it's not in their interest to take those calls. Of course they could implement a callback system.
When they're paying dollars per minute, you get good people and they tend to avoid putting you on hold. Just be sure to have some kind of answer for "where you're on holiday", or just say you're in that area code so you thought you'd call that number instead of the toll-free.
Mar 12, 2019, 9:45 pm
#21
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Mar 13, 2019, 6:40 am
#25
Join Date: Jan 2016
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Or of course some family doctors where they have ... one line.
Best option is really one that others use where they call you back - of course, with AC I'd worry that I'd never get that call back!
Mar 13, 2019, 12:30 pm
#26
A FlyerTalk Posting Legend
Join Date: Sep 2012
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A callback system would likely solve the problem as well.
However, the issue is when I have an urgent need, and can't even get in the queue. Other people trying to change seats for their November flight may give up after 10 minutes, but since I'd be in the queue, I'll eventually have my call handled.
I seem to recall inbound calls cost me more than outbound calls, so at least at my scale (i.e. personal use), it was actually cheaper to have the system immediately hang up and call me back.
Mar 13, 2019, 6:56 pm
#27
Join Date: Dec 2007
Location: Canada
Posts: 1,512
It is pathetic. I had the same message last night as I just did 15 minutes ago. Mine is not urgent but I need to talk to someone soon as I have a difficult itinerary that I can’t do myself.
so in saying that - ok I can’t speak to no one or even be put on hold or receive a call back..... what about the people urgently trying to change plans or need to speak to someone for assistance?
Right now, nobody can get through no matter who is calling?
so in saying that - ok I can’t speak to no one or even be put on hold or receive a call back..... what about the people urgently trying to change plans or need to speak to someone for assistance?
Right now, nobody can get through no matter who is calling?
Mar 13, 2019, 6:58 pm
#28
Join Date: Dec 2008
Location: Delta, BC
Posts: 1,646
- busy,
- fail to connect with no busy,
- fail to queue at destination system (maybe with a message).
- all the way to fail to originate (at multiple levels/reasons)
Mar 14, 2019, 10:09 am
#29
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Not sure what you mean by that - but - there are multiple points in the telephone system that certainly won't handle an infinite queue without either:
- busy,
- fail to connect with no busy,
- fail to queue at destination system (maybe with a message).
- all the way to fail to originate (at multiple levels/reasons)
- busy,
- fail to connect with no busy,
- fail to queue at destination system (maybe with a message).
- all the way to fail to originate (at multiple levels/reasons)
Failure by AC to consider that they should improve their handling of calls (answering and customer service) because "call wait times are longer because all you people keep calling in to buy tickets, change tickets, upsell tickets, cancel tickets, and really, we don't have a website that can handle a lot of this."
Failure by AC to consider that by advising customers who are traveling in the next 72 hours, to call in, but no calls are answered. And yes, understandably, AC was not prepared for the MAX grounding and so many pax needing to be rebooked.
Imagine if AC had other really awesome and functional points of contact along with a website that allowed some of the simpler changes.
Imagine if those affected by the MAX, who actually tried to rebook on another flight and aircraft were able to rebook on the website and not hit with the demand for another $1,000, when there should be no increases or fees.
just saying...
Mar 15, 2019, 6:27 am
#30
Join Date: Jan 2016
Location: YYZ
Programs: FOTSG Tangerine Ex E35k (AC)
Posts: 5,612
PLUS
Failure by AC to consider that they should improve their handling of calls (answering and customer service) because "call wait times are longer because all you people keep calling in to buy tickets, change tickets, upsell tickets, cancel tickets, and really, we don't have a website that can handle a lot of this."
Failure by AC to consider that by advising customers who are traveling in the next 72 hours, to call in, but no calls are answered. And yes, understandably, AC was not prepared for the MAX grounding and so many pax needing to be rebooked.
Imagine if AC had other really awesome and functional points of contact along with a website that allowed some of the simpler changes.
Imagine if those affected by the MAX, who actually tried to rebook on another flight and aircraft were able to rebook on the website and not hit with the demand for another $1,000, when there should be no increases or fees.
just saying...
Failure by AC to consider that they should improve their handling of calls (answering and customer service) because "call wait times are longer because all you people keep calling in to buy tickets, change tickets, upsell tickets, cancel tickets, and really, we don't have a website that can handle a lot of this."
Failure by AC to consider that by advising customers who are traveling in the next 72 hours, to call in, but no calls are answered. And yes, understandably, AC was not prepared for the MAX grounding and so many pax needing to be rebooked.
Imagine if AC had other really awesome and functional points of contact along with a website that allowed some of the simpler changes.
Imagine if those affected by the MAX, who actually tried to rebook on another flight and aircraft were able to rebook on the website and not hit with the demand for another $1,000, when there should be no increases or fees.
just saying...